AUCCE: Administering Unified Contact Center Enterprise Part 2 v11

AUCCE (Administering Unified Contact Center Enterprise) Part 2 v11 is a five-day instructor-led course for system engineers and customers who will be involved with day two support of a UCCE solution deployed in a Customer Voice Portal (CVP) comprehensive environment. This course gives the learner an understanding of the requirements, resources and tools required to perform complex adds, moves and changes in the inbound/outbound UCCE environment.

This course is intended for those performing advanced administration of the solution, or who may be responsible for Level 2-3 support of the solution. The AUCCE Part 1 course or equivalent prior experience is a prerequisite for attending this course. The overall goal of this course is advanced administration of the solution by a deeper exposure into the technical operational requirements and the tools used to configure and ensure functionality.

Exam Number:
600-460
Exam Name:
Implementing and Supporting Cisco Unified Contact Center Enterprise
Certifications:
Cisco Unified Contact Center Enterprise Specialist

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What's Included

  • Comprehensive study materials and official Cisco courseware
  • Remote lab access

Prerequisites

  • Attendance of AUCCE Part 1 or equivalent real world experience is a requirement to attend this course.
  • DO NOT take this course if you are new to UCCE.
  • Working knowledge of Unified Communications Manager and Voice Gateways would be really helpful.

Course Objectives

After completing this course, you should be able to:

  • Demonstrate advanced proficiency with add/move/change of the ACD/PBX (agent/skill) environment of UCCE.
  • Demonstrate advanced proficiency with add/move/change of the Interactive Voice Response (IVR) (prompt/collect) environment of UCCE including both MicroApp and Voice Extensible Markup Language (VXML) solution scripting (ICM Scripting and Call Studio scripting).
  • Demonstrate effective use of system tools to track and troubleshoot a call within a call flow.

Course Outline

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations

  • Lesson 1: Introducing UCCE
  • Lesson 2: Unified CCE Architecture and Components
  • Lesson 3: UCCE Terms, Routing and Additional Components
  • Lesson 4: Accessing UCCE Tools

Module 2: CCE Configuration and Scripting Review

  • Lesson 1: Configuration Manager and Script Editor Review
  • Lesson 2: CTI Review
  • Lesson 3: Agent Skill Review
  • Lesson 4: Microapps and Media File Review
  • Lesson 5: Precision Routing Review
  • Lesson 6: Transfers and RONA Review
  • Lesson 7: Mobile Agents

Module 3: Implementing Business Rules

  • Lesson 1: Advanced Scripting and Routing
  • Lesson 2: ICM Scripting Variables, Expressions, Formulae and Functions
  • Lesson 3: Creating and Admin Script for Time of Day Routing
  • Lesson 4: Creating Feature Control Sets and Users

Module 4: CCE VXML Solution

  • Lesson 1: Basic VXML Functionality
  • Lesson 2: Installing and Configuring VXML solution
  • Lesson 3: Basic VXML - SQL Database Lookup
  • Lesson 4: Exploring Courtesy Callback
  • Lesson 5: Agent Greeting

Module 5: CCE Outbound

  • Lesson 1: Introduction to Outbound Option
  • Lesson 2: Configuring Outbound Option for Agent and IVR Campaigns

Module 6: CCE Support considerations

  • Lesson 1: Supporting UCCE
  • Lesson 2: Diagnostic Framework Suite
  • Lesson 3: UCCE Support
  • Lesson 4: Tracking an Agent call through the Database

Labs

  • Lab 1: Check out the Lab Environment
  • Lab 2: Explore Voice Gateway
  • Lab 3: Explore CVP and ICM Servers
  • Lab 4: Administering ICM Dialed Numbers and Call Types
  • Lab 5: Media Files and Variables in ICM Scripting
  • Lab 6: Basic IVR Scripting with MicroApps
  • Lab 7: Configure ICM for basic Agent and Skill Group Functionality
  • Lab 8: Configure UCM for Agent Functionality
  • Lab 9: Install CTIOS Agent Desktop(Optional)
  • Lab 10: Scripting for Skill Groups and Queuing
  • Lab 11: Configuring Precision Routing
  • Lab 12: RONA
  • Lab 13: CTI Route Point Initiated Calls
  • Lab 14: Agent initiated transfers into UCCE using the ICM Dialed Number Plan
  • Lab 15: Configure Calls using SIP with Proxy
  • Lab 16: Administrative Scripting
  • Lab 17: Feature Control Sets and Users
  • Lab 18: VXML Server Configuration and Call Studio Installation
  • Lab 19: Create and Deploy a Basic Call Studio Project
  • Lab 20: Integrate VXML Applications with ICM Script
  • Lab 21: SQL DB Lookup Functionality for VXML
  • Lab 22: Courtesy Callback
  • Lab 23: Agent Greeting
  • Lab 24: Configure SIP Outbound Dialer Basic Agent Campaign
  • Lab 25: Challenge Lab: Build IVR campaign
  • Lab 26: Using Troubleshooting Tools
  • Lab 27: Track a call thru RCD and TCD
  • Lab 28: Instructor generated Break/Fix lab